Product Support Specialist

Cape Town

Job facts
1.Job Description Summary
As a Product Support Specialist and member of the Global Customer Support (GCS) team you will provide advanced technical expertise in the field of Next Generation Sequencing through a product’s lifecycle (development through obsolescence) and to country and regional technical support teams.  This position supports Roche Sequencing Solutions which is a rapidly growing global business area within Roche Molecular Solutions (RMS) with locations in 4 countries and 10 sites. Come join this highly technical fast paced environment with a great team during one of most exciting times in our company.

This is a permanent position and successful candidate will report directly to the GCS Manager.


1.1.Role and Responsibilities
Follows established Roche Quality system procedures in execution of work.
Provides on-market support by addressing regional escalated support requests independently with occasional guidance from senior member of team. Applies knowledge of professional practices, product performance, and troubleshooting principles and practices.
Provide technical knowledge and support to regional teams through product information databases, notifications, and training.
Creates / revises curriculum for training sessions and delivers training to small groups.
Contribute to change initiatives and support continued product improvements.
Evaluate the need for Affiliate Notifications as well as write, publish and maintain Support Notifications.
The essential job functions and major contributions listed above are not intended to be an exhaustive list of all responsibilities, duties and skills. May be required to perform other duties as assigned to meet the GCS goals and objectives as appropriate
1.2.Qualifications and Experience Requirements

Bachelors degree in Molecular Biology, Biology, Biotechnology, or related field, or equivalent combination of education and work-related experience.
Minimum of 1 years’ experience in Technical Support (Field or Customer-Facing role incorporating experience with Troubleshooting and Training) or equivalent.
Experience with technical writing and training.
Excellent verbal and written communication skills (in English).
Ability to break down and communicate complex technological concepts (in written and oral formats).
Ability to work independently on assigned tasks of a moderate scope with minimal guidance or supervision. Exercises judgment within defined procedures and practices to determine appropriate action.
A strong sense of Customer service, with a passion for learning and sharing knowledge using a variety of methods and mediums.
A solid understanding of major commercial NGS technologies and platforms.
Hands-on experience with Next Generation Sequencing (NGS) technologies, PCR-based methodologies and/or Hybridization-based target enrichment.
Demonstrated proficiency in Microsoft Office software (Word, Excel, PowerPoint).

Experience working with global cross functional teams.
Computer literate, with knowledge of e-learning, multimedia technologies.
Project management experience
1.3.Additional Notes
The position requires an individual with good communication, organizational and logical thinking skills. Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge. Effectively communicates with internal partners as issues escalate to more advanced problems and works to satisfy internal and external partners.


International travel may be required.

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Who we areAt Roche, 98,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer.
Job factsLocation South Africa, Western Cape, Cape Town
Function Customer Support
Subfunction Technical & Application Support
Schedule Full time
Job level Individual contributor
Job type Regular
Division Diagnostics
Posted since 2021/02/01
Job-ID 202101-101792